Rising Helpdesk Company Enhances Service Offering by Switching to Automated Site Technical Assessment

Problem:

Helpdesk company was currently performing site technical assessments manually
Encountered increasing number of sponsors who were mandating for automated site technical assessments in their Request for Proposals (RFPs)
Recognized that manual process will also be unable to scale effectively as the volume of sites increased
Incongruous for a technologically-advanced company to still perform assessments in the inefficient manual manner
Company wanted to be recognized as the premier helpdesk company for the life science industry
Essential that key components of the company’s services were automated

Replace the existing manual process with an automated site assessment solution
New process should accurately capture hardware, software, and connectivity information quickly and easily
Solution should be able to work seamlessly with any EDC software
New process must be able to scale effortlessly to meet increased volume demands

VISTA, the customized, web-based solution proposed by SST, provided an automated assessment of the sites’ computer infrastructure within seconds to minutes anywhere around the world at any time of the day
Comprehensive assessment reports containing all required data points were quickly and easily generated with 100% accuracy
Solution was technology and vendor-agnostic and hence, worked well with any EDC system
Solution was able to scale effortlessly regardless of the volume of sites
Company was able to satisfy sponsors’ requirements for automated site assessment and remain technologically-progressive